Front Office Manager

Vail Resorts • Keystone, CO

7d • $57,784 - $81,225 • Onsite

About The Position

The Front Office Manager oversees all operational activities of the hotel’s Front Office to deliver the highest standards of service while meeting and exceeding financial goals. This role provides clear direction to staff, observes performance, and fosters continuous improvement. Responsibilities include hiring, training, supervising, and developing front office staff while maintaining Kindred’s standards of excellence. The manager also ensures guest satisfaction, resolves concerns, and drives a culture of anticipatory service across Front Desk, Night Audit, Bell/Valet, and Concierge operations.

Requirements

• High school diploma required
• Proficiency with Microsoft Office (Excel, Word, Outlook), required.
• Ability to read, comprehend, and present detailed information in English, both verbally and in writing, required.
• Strong organizational skills and attention to detail, required.
• Ability to stand for up to 8 hours, bend, and lift over 20 pounds, required.
• Ability to work safely with hazardous/caustic cleaning chemicals, required.
• Flexible schedule including evenings, weekends, and holidays, required.
• Ability to perform well under pressure, required.

Nice To Haves

• college degree or equivalent experience, preferred.
• Minimum two years of hospitality experience in a property of similar size and quality, preferred.
• Experience across multiple departments (Front Office, Housekeeping, Concierge, F&B), preferred.
• Proficiency with OPERA Hotel Management System, preferred.
• Bilingual in Spanish, preferred.

Responsibilities

• Develop standard operating procedures (SOPs) for front desk, guest services, Valet/Bell and concierge.
• Select and implement front office software systems (PMS, POS, CRM).
• Design front office layout and ensure ergonomic, guest-friendly setup.
• Recruit, interview, and onboard front office team members.
• Conduct training programs on hospitality standards, systems, and brand values.
• Cross train staff for flexibility across roles.
• Establish cash handling, check-in/check-out, and guest privacy policies.
• Ensure compliance with local laws, safety regulations, and brand standards.
• Set up master key control and security protocols.
• Ensure guest service standards are consistently applied and that all hotel and departmental policies are followed.
• Proactively anticipate guest needs, coordinating with other departments to exceed expectations.
• Manage departmental budgets, forecasts, and financial accuracy, including billing, bag drops, petty cash, gratuities, and upgrades.
• Respond quickly and appropriately to guest concerns to ensure satisfaction, monitoring guest feedback platforms (e.g., Medallia).
• Oversee VIP services, solicit guest feedback, and ensure all guest inquiries and calls are addressed within 24 hours.
• Provide leadership, coordination, and evaluation for all front office departments.
• Facilitate quarterly departmental meetings and represent Front Office in pre-conference meetings, management trainee sessions, and hotel leadership meetings.
• Prepare and submit accurate management reports in a timely manner.
• Organize weekly schedules for the Front Office team based on business levels, groups, and operational needs.
• Lead and support on-the-job and ongoing training, ensuring team development and recognition of internal talent.
• Hire, coach, and hold team members accountable through consistent feedback, training, and progressive discipline.
• Maintain professional appearance, demeanor, and ethics when interacting with guests and staff.
• Support employee engagement, goal setting, and growth opportunities through open dialogue.
• Monitor and approve payroll for front office departments.
• Ensure safety practices and emergency procedures are consistently followed by staff and guests.
• Build strong working relationships with other department leaders to ensure collaboration and communication.
• Promote sustainability by supporting Vail Resorts’ Journey to Net Zero initiatives.
• Empower associates to deliver excellent service, encourage continuous improvement, and ensure clear understanding of expectations.
• Perform additional tasks and projects as assigned.

Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
• MORE employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan
• Employee Assistance Program
• Excellent training and professional development
• Referral Program
• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED